Customer Service Representative

This position supports the activities and responsibilities of the Customer Service Department.

Job Duties and Responsibilities: Respond promptly and professionally to incoming telephone calls and emails from Customers and Market Sales Reps

• Responsible for account management for all assigned customers
• Assist with reviewing assigned customer orders, requests and concerns and handle appropriately
• Assist in entering orders and warranties, as needed
• Research items; provide information and answers to customer's questions
• Proactively communicate to assigned customers through outbound projects (webinars, training, promotions, market calls)
• Develop knowledge of product and services effectively and be able to convey information to customers
• Provide timely resolutions to customers at all times
• Understand and adhere to all established processes and policies
• Monitor and track all open and pending orders of assigned customers
• Document all daily activity in CRM database to track calls and emails to customers
• Manage all outsourced product for assigned customers
• Process credit memos
• Communicate with factory representatives in a clear and professional manner
• Complete, scan and file necessary paperwork
• Audit orders to ensure compliance